Contact centres are increasingly handling more interactions than ever before. Long hold times and diminishing service levels are now becoming the norm. That’s why one of the most critical components and metrics that can weaken your call centre performance is experiencing short abandoned calls. So, What Exactly Is A Short Abandoned Call? Short…
Finding the Right Call Center Management Software Call centers are the heart of companies and bring the best sales drivers the sales career can offer but nothing makes things hard than having an ineffective system that hampers and hinders instead of help. What a sales company will need is a good call center management software.…
An Artificial Intelligence Can Now Answer Your Phone Can you believe it? It’s now possible to swap a receptionist with an artificial intelligence to handle all your incoming calls. You have probably had already encountered one if you called a credit card company or any major retailer. IVR systems are the wave of the future…
What to Look for in a Small Business VoIP System Anyone who has done anything with the Internet knows that it has been growing exponentially since its invention. Computers have become so powerful that they are beginning to replace the phone lines that once dominated vocal conversations. Voice Internet Protocol, commonly called VoIP is a…
Developing Deep & Personal Relationships with Your Prospects – CRM Approach What’s always funny is that, while the business world thinks they’re closer to the customer than ever, consumers believe precisely the opposite. That is according to Forrester 2017 research where stats indicate that 77% of people believe in companies that value their time. Aspect…
Shoulder-to-Shoulder Comparison: SaaS Deployments VS On-Premise Installations For those who are laying the groundwork for establishing a communication system for their SMBs and enterprises, the question is always whether the call center SaaS option is ideal than the on-premise option. Each scheme has its own ups and downs but generally speaking, cloud call center proffers…
Moving from Traditional to Hosted Phone Frameworks – the Gains It’s a not a debate anymore. Cloud based phone system for small businesses is the real deal. Over the past decades, big enterprises have dominated markets and overshadowed startups and SMBs, but with the cloud, everyone has a leverage when it comes down to grasping…
5 Tips for Using Your Voicemail System Without Being Intrusive We all know the feeling that comes after seeing that almost a third of our voicemail messages are random telemarketing copies. Consumers are tired of telemarketing voicemails especially the ‘ringless’ ones. So the big question is how you can reach out to the broad client…
Working Your Way Out to Success: Call Monitoring and Quality Assurance in Call Centers Often than not, companies run expensive call monitoring and quality assurance strategies and programs, but the results are usually undesirable. The question is, what are those call center quality monitoring best practices? What should you do different and make the quality…
Managing Outbound Calls by Utilizing Auto Dialer Software Ostensibly, contact center managers have gazed too much of their attention on strategies that help in providing the best experience for inbound leads. What about those leads we need to follow up for conversion? What about those loyal customers we need to tell them about offers specialized…